Mumbai: In the first of its kind collaboration, Singapore Airlines (SIA) and OpenAI have started working together to develop and implement advanced Generative Artificial Intelligence (GenAI) solutions for the Airline.
On Friday, SIA and OpenAI announced their partnership to enhance customer experience and operational efficiency with AI solutions. These tools will be able to interpret text, audio, diagrams, and videos to augment SIA’s customer servicing capabilities, as well as streamline processes to improve operational efficiencies and staff productivity.
The two organisations will firstly partner together to improve SIA’s existing AI-powered virtual assistant on its website. Building on current capabilities, such as the flight recommender feature, SIA will be able to deliver a more seamless and intuitive experience for customers as they plan, book, and manage their journeys.
This enhanced virtual assistant is said to be able to offer smarter, more personalised support, helping customers discover suitable destinations, and make informed decisions with access to timely and relevant information. By simplifying the travel process and expanding the self-service capabilities, the assistant will provide a more cohesive and responsive experience, fostering stronger customer engagement and increased customer interactions with the Airline.
Moreover, SIA staff will benefit from an enhanced AI-powered virtual assistant designed to automate routine processes and provide guidance on operational tasks, leveraging insights from successfully resolved issues. Incorporating OpenAI’s next-generation multimodal AI capabilities, this tool will help staff access and process information that they need across variousformats, enabling quicker decision-making, better problem-solving, and allowing greater focus on critical tasks.
Furthermore, SIA also aims to optimise its operational processes by integrating OpenAI’s advanced AI models with problem-solving capabilities into its existing tools. This will assist in decision-making for complex tasks such as flight crew scheduling, while considering regulatory requirements, operational limitations, and manpower availability. By providing analysed data, the AI-driven system will empowerstaff to make faster, well-informed decisions, helping to streamline operations and ensure a smoother travel experience for customers.
George Wang, senior vice president of information technology at Singapore Airlines, said, “This collaboration with OpenAI exemplifies Singapore Airlines’ commitment to digital innovation and leadership in the airline industry. By harnessing cutting-edge AI solutions, we will enhance operational efficiency and staff productivity, and elevate the end-to-end customer experience, helping the SIA Group retain its industry-leadership position.”
Oliver Jay, managing director (international) at OpenAI, said, "Singapore Airlines has long been known for its leadership in innovation and service. We are excited to work with SIA and explore how advanced AI can enhance the travel experience, empower employees, and optimise complex operations."
